Part 2: My Xbox 360 Repair

Part 1: My Experience with Microsoft's Xbox Customer Support

So here is an update to this recent post.

On September 28th, after I made that post, I made another call to Xbox Support. I asked them for the status of my repair. Low and behold, there was no pending repair order. Big surprise, right? I explained that I've been trying to get this repair since the 18th and told them I would like to speak to a supervisor again. After waiting on hold for a good 20 minutes, I had to hang up. Something came up and I wasn't able to wait any longer. Believe it or not, I actually received a voice mail from the supervisor about 30 minutes after hanging up. I decided not to try and call back that same day, since there was no number given in the voice mail that would get me back to that specific supervisor. I was surprised to get another call the next morning from the same supervisor. I explained my story again to Georgia. She apologized for everything and told me that she was going to be taking care of my repair personally from that point. She said I couldn't use any of the boxes I had received so far because they had tracking numbers that wouldn't be associated with any repair order and she didn't want my 360 to be lost. At this point, I wouldn't be surprised if they lost my 360. Anyway, I explained that I've already been trying to get this fixed for quite some time and now she expected me to wait another week for a new shipping box to arrive. She said there was nothing else that she could do. I asked for an expedited repair and she said she had no control over that because the repair center handles the repairs. She did promise me that she would take care of everything personally and she would contact me that week and every step of the way to make sure that everything was happening as planned. I told that this was exactly what I wanted to hear and I really appreciated her help.

Jump to Tuesday, October 9th. I never received a single call from Georgia. Surprised? I actually was a little bit. She seemed pretty sincere about wanting to help me. Like I mentioned before, I've worked in a call center. If there was an escalated customer that was promised a call back by a supervisor, I promise you, that call back was made. If it wasn't, they would get a warning and if it happened again, they would be fired. Anyway, back to my story. I called Xbox Support that night to see what the status was and ask why Georgia hadn't called me back yet. They said my repair order was submitted on Wednesday the 3rd of October. This was strange because I'd spoken to Georgia on the 29th. Why did it take her four days to submit my repair order? They didn't know. They also didn't know why she didn't call me. I told them to send her a message to call me as soon as possible. When I asked how long before I would get a call, they said within 48 hours. Fine. My repair order was submitted, so I should be getting my box any day and hopefully Georgia will finally call me.

Thursday, October 11th. No call from Georgia. I call Xbox Support again. There is no pending repair for my console! After explaining everything (the Reader's Digest version) to Vanessa, she tells me she will submit my order and then transfer me to a supervisor. After submitting my repair order, she is about to transfer me when she says that she got an error message. My guess is it's the same error that Amy had received and promised she would get fixed so that my order would be submitted. Vanessa says that she'll have to let her supervisor handle this because there's nothing she can do with that error. After being on hold for 10-15 minutes, I get transferred to the supervisor, Paul. Paul tells me that he's going to turn my case over to their "Elite" or "RSS" repair team. This way, I will get a single person handling my repair order. I will be given a phone number that will allow me to contact this person directly and they will be in touch with me every step of the way. This sounds familiar. Paul verifies all of my information and asks if it's OK for this "Elite" rep to contact me on Monday. Nope. I'm not waiting four more days just to get a repair order started. He says that they can contact me tomorrow, the 12th instead. That's much better. He asks for a two hour window that would be the best time to contact me and I tell him between 12pm and 2pm.

Friday, the 19th. I was shocked and stunned when I got a phone call at 12:30 from Sean. Sean is the "RSS" rep that will be handling my case from now on. After verifying my information once again, he informs me that the repair order I submitted online back on the 22nd is still active and that's the reference number I should use for my repair. Wait, what? The repair order that disappeared from my service page a day after I submitted it? The one that I never received a confirmation e-mail about, so I never got the reference number? The very same! Fantastic! He then tells me that I can just use one of the boxes I already have, I just need to write the reference number on the box. At least I don't have to wait another week for a box to show up. Anyway, I ask if I can get my repair expedited. He says he can't do anything about that. He gives me a phone number and extension that I can use to contact him directly.

So that brings you up to date on the situation. We'll see how things go from here and I'll be sure to keep everyone posted. While I'm on the subject, Kotaku just made a post about someone who is having similar problems with Xbox Support. His situation is worse than mine, but that doesn't excuse anyone. Fortunately, this person runs the website Achieve360Points.com, so they can bring more publicity to this kind of thing than I can. You can read their story here. I like the statistics he has listed. I'm going to go through my notes sometime and post some statistics of my own.

Part 3: My Xbox 360 Repair Stats